Virgin Active doesn't want to refund my money

In February this year, my wife decided to join Virgin Active Overport and went through and signed up and she was billed R360 sign on fee on eth 24th of February. She returned home and had a change of heart and called the gym the same day to cancel. Shaldon Pillay assured her that she would be refunded the R360. After a couple months of calls and no refund, a Hlengiwe Luthuli asked for confirmation of the charge on the bank statement which was forwarded through in April and again in June. Now she does not answer emails or respond. Virgin Active- PLEASE DON"T ***** MY MONEY> I NEED MY REFUND PLEASE URGENTLY!!